Patience, professionalism and character abound. - LexusLover
Roger was so patient with me, answered questions (sometimes twice), and allowed sufficient time to make confident decisions and leave feeling like I did the right thing for me.
Excellent experience. I look forward to repeating this experience in around 4 years.
Worst sales experience in a lifetime - Terry Meyer
Last Wednesday 12/20/2017 I completed a sale with Brian Petrin for the purchase of an RX350. The sale agreement was confirmed, financial paperwork was signed and a cashier’s check was accepted by your financial services manager, Ann Hansen. I was unable to take the vehicle with me at the end of this contract signing because Brian insisted that the vehicle needed to have the final detail completed and a rear sensor checked/repaired. I intended and expressed verbally to Brian that I would pick up the vehicle on Friday 12/22/2017 at 10am. Upon my arrival on Friday morning I was greeted by Brian and Ed Guthrie, Sales Manager, who informed me that on Thursday the vehicle had been shown, sold and delivered to another buyer. Please note that we left the dealership around 3pm on Wednesday afternoon which would have allowed sufficient time for Ms. Hansen to record this sale within the dealership inventory and alert any floor sales staff or buyers. Mr. Guthrie and Mr. Petrin expressed their dismay and unbelief that this mistake happened. They seemed to shuffle blame everywhere from Ann Hansen’s lack of reporting the sale to the “other” sales manager and salesman who sold the car on Thursday. Mr. Guthrie was around for approximately 10 minutes before he made his excuse to leave, seemingly to disappear or hide and not to be seen again the rest of the time I was there. Mr. Petrin tried and failed to find one other car with similar features as the one I had paid for. He made a reference to one in Bellevue but when asked if he was pursuing this car he said “we called and are waiting back to hear from them”. I asked if he actually had talked with anyone regarding the availability and he said he was “waiting to hear back” which I found downright dismissive on his part and demonstrating his obvious lack of concern. Mr. Petrin expressed that he would work at finding me another car and put me on alert. It is now one week since this has happened and I have yet to hear from either Mr. Petrin or Mr. Guthrie. I completed the entire contract promises with Lexus of Tacoma including the certified check which was accepted as paid in full and signed all the paperwork. Lexus of Tacoma breached this legal contract with me by “failure to deliver goods”. This is a pretty simple definitive textbook case. Upon leaving, I asked Mr. Petrin if there was any remedy to this event and his last parting words were “this will definitely be discussed in the next sales meeting” as if that was supposed to be some sort of condolence or comfort. Car sales is a very competitive business. A good reputation is paramount to success requiring protection and care. Honor, integrity and commitment to excellent customer satisfaction provide the opportunity to excel in your arena as the best. Lexus of Tacoma failed miserably in all regards.
RX350 Test Drive with George Schafer - Why?
We drove the RX model I was interested in, he answered all of my questions and made me feel comfortable with no pressure to buy.